articles not received

[fr-kell-wgn4vhou]

I have been informed that a buyer did not receive an article.  I have all the shipping info as well as the deliver date and I believe the buyer has the same.  What is the normal protocol for this problem?  I hate to loose a buyer or worse yet get bad feedback but at the same time it's not my fault it's not in her mailbox.  How do most sellers handle this?

[rfmtm]

Does tracking show the item was delivered?  If so and buyer did not get it, tell them the following:

If tracking shows it was delivered to your address, but wasn't, call or visit the carrier with the tracking number and insist they track down where the package was actually left, which they can do with scans and GPS.

If delivered to a wrong address they will try to retrieve it. Also watch the tracking for a scan it got turned in or returned to the seller.  If it shows it was delivered to your address and is now stolen or missing, it is a matter for a local police report and your insurance company. Neither ebay or the seller can help further.